Orange-

 

 Yourr Righ  You Rights ts and and Res Respo pons nsib ibil ilit itie iess  As a Com Comme merc rcia iall Elec Electr tric ic Cus Custo tome merr of  Orange & Rockland  At Orang Orangee & Ro Rockl ckland and,, we have have a  respons  resp onsibil ibility ity tto o pro provid videe saf safe, e, re reliab liable le  service  serv ice tto o all o our ur ccust ustome omers. rs. IInn  additio  add ition, n, ou ourr cus custom tomers ers hhave ave ccert ertain ain  legally  leg ally pro protec tected ted rrigh ights ts under under New York State Public Service Commission (PSC) rules and regulations. This brochure summarizes your rights  as a comme commerci rcial al el elect ectric ric ccust ustome omerr. It’s your reference guide for any questions you might have concerning  yourr en  you energ ergyy serv service ice fro from m O&R O&R..

■ We’re Here to Help Call us at our toll-free number, 1-877-434-4100, or contact us

onlineany at oru.com/contactus if you have questions or concerns about your electric service. We handle telephone inquiries weekdays, 8 a.m. to 7 p.m., except holidays. In the event of an emergency, a Company representative will always be available to receive your calls. Excluding weekends and holidays, most online inquiries are handled within 24 hours. If you’re hearing- or speechimpaired impair ed and use a TTY phone, phone, dial 711 for assistance. ■ Customer Service Centers Our offices are open Monday through Friday, 8 a.m. – 4:30 p.m., except holidays. Rockland County  O&R Spring Valley 

390 West Route 59 Spring Valley, NY Orange County O&R Blooming Grove NY 500 Route 208, Monroe, O&R Port Jervis

16 Pike Street, Port Jervis, NY

■ Aski  Asking ng a Question Question Whether you write, visit or call us, we guarantee prompt, courteous and friendly service always. Our representatives represe ntatives are trained to deal with a wide variety of problems and situations. If, after talking with our representative, you feel your concern has not been resolved, you should ask to speak with the supervisor of the Customer  Assista  Assi stance nce who wil willl revi review ew the situation with you. We’re committed to seeing that your concern is resolved. ■ Addi  Addition tional al Righ Rights ts

We make every effort to answer your questions and resolve your concerns. If, after talking to us, you’re still not satisfied, you may write to: New York State Public Service Commission, Office of Consumer Services, 3 Empire State Plaza, Albany, NY 12223. You may also call the PSC’s toll-free HELPLINE at 1-800-342-3377 from 8:300 a.m. 8:3 a.m. – 4:00 4:00 p p.m. .m.,, Mon. Mon. – Fri Fri.. If your inquiry involves a billing charge, we cannot turn off service while the matter is under consideration by the PSC. All other amounts and bills remain payable when due. If you purchase electric supply from an alternate provider and your concern includes your electric supply charges, please contact your energy supplier. ■ New Construction To obtain service for new construction, a service upgrade or change in a meter location, go online at oru.com/newconstruction or contact the appropriate New Construction Services regional office by calling 845-577-3324.

 

 Applicat  Appl ication ion fo forr Serv Service: ice: We

have a responsibility to provide service — or tell you why we will not provide service — as soon as reasonably possible. We must provide service within 10 calendar dayss aft day after er we re receive ceive your your completed application(s), unless you specify service at a later time. If conditions beyond our control

If we’re holding a deposit from you, we’ll review your account annually, based on your prior year’s history. At this review, we’ll make adjustments to refund any excess, or to bill any additional amounts. Your deposit will earn interest at a rate set by the PSC. Such interest normally will be credited once a year, on the next bill for service after

prevent us from October 1. We deposit have thefor right a security a to at your site withinextending that time,service we’ll hold minimum of three years. If you make every attempt to do so as soon as conditions permit. maintain a good payment record during this period, we’ll refund the We‘ll also ask you to indicate your service classification on your deposit, plus interest. Otherwise, we can hold the deposit and credit application. We’ll help you determine mi ne your service service classificat classification ion if interest to your account yearly.  Alternate  Alternat e Type Type of De Depos posits: its: you don’t already know it. We may accept bank letters of How To Apply for Service: credit or surety bonds which Service application forms are avail- provide a level of security equivaable by calling 845-577-3324. lent to cash. Depending on your If You’re Denied Service:

You’re entitled to prompt written notice if your application for service is denied. This notification must state the appropriate reason(s) for denial. ■ Deposit Policy  If you’re a new customer, we’ll requ re quiriree a deposit as a condition of service. If you’re an existing customer, we may require a deposit if you: (1) are delinquent in payment; (2) have a credit history that indicates possible default in the future; (3) have filed for reorganization or bankruptcy; or (4) have been rendered a backbill within the last 12 months covering charges for service that came through tampered equipment. If you’re an existing customer, you have the option to pay half the deposit initially and the balance in two subsequent monthly installments. The deposit may not be more than two times your average monthly bill for the previous calendar year, unless your usage varies widely. In this instance, the deposit may not exceed the cost of twice your average monthly usage for the peak season.

type of business,inwe may accept your enrollment Automatic Bill Payment in lieu of a deposit. ■ Billing Information We have a responsibility to provide electricity to our customers in a reliable manner. In turn, we expect our customers to pay their utility bills promptly. When To Pay: O&R bills you every month for electricity after you use it. Your bill is due and payable when you receive it. If you don’t pay within 25 days of the billing date shown on the statement, you’ll be assessed a late payment charge at 1 the rate of one and one-half (1 ⁄   ) 2) percent per month on the overdue balance. Billing Options: You may receive your O&R bill by mail or by e-mail. To receive your bills electronically, sign up for eBill at oru.com/ebill. Payment Options: You may pay electronically electronical ly through Automatic Bill Payment. To enroll, go to oru.com/abp. You may also pay by mail, by phone, online at oru.com/myaccount or by 2 using your computer for bill

 

ultimately, termination of service.  Shared  Shar ed Met Meterin ering: g: When a shared metering condition exists between a non-residential tenant and the landlord or between two non-residential tenants, the utility cannot adjust billing or assess penalties. The parties involved should seek a mutually agreeable arrangement. Check ID: For your protection, our oru.com/paymentoptions meter readers carry a photo ID badge site ess at to Me  Access  Acc Meter( ter(s): s): We read the. which you can inspect before they enter meter(s) so we can send you an your premises. If you have any doubts, accurate bill based on the amount of electricity you use. However, there please insist on seeing the ID card. are occasions when we cannot gain Billing Accuracy: We do everything we can to bill your account accurateaccess to read the meter(s).  As a cust custome omerr, you you have have an an oblig obligaa- ly. Under certain circumstances, we may issue an estimated bill, especialtion to provide access to the Company’s meter(s). If you can’t pro- ly if we can’t read your meter, or if it vide access yourself, you should let appears that the reading we obtained may be wrong. All estimated bills O&R know who will be responsible clearly state they are based on an for doing so. payment through your bank. You may also pay by credit or debit card online at oru.com/paymentoptions or by phone at 1-866-261-2997. You may also pay in person at one of our Customer Service Centers or at an authorized payment location in your area. For complete details on your payment options, call us toll-free at 1-877-434-4100 or go to our Web

This is especially electric service is important measuredifbyyour a demand meter. A demand meter not only records the overall amount of energy you use, but also the instantaneous demand required by your service at any instant. We can estimate both your overall energy usage and your demand. Since overall energy usage can be more accurately estimated than demand, it is important that we have access to demand meters at least once a

estimate. O&R estimated demand has charges. the right to Torevise avoid revision that could result in rebilling to your disadvantage, always provide access to the meter(s). Backbilling: On occasion, we may render a backbill to a customer whose energy use was underbilled as a result of a low estimate or other circumstance. If you get a backbill, we must provide you with a detailed, written explanation of why you received it. ■ Final Termination Notice

month or your bill may be inaccurate.  Spec ial Pr Protec otection tion:: We have the If you’re a demand billed customer,  Special right to disconnect your service under we’ll make a second attempt to obtain an actual reading within seven certain circumstances. Before we can do this, we must give you a Final days of the date of your regularly scheduled meter reading. If you’re a Termination Notice, and offer you, if you’re eligible, a payment agreement non-demand billed customer, we’ll make a second attempt to obtain an for your overdue bills. actual reading after two consecutively We’ll terminate your service if you fail to: (1) pay undisputed charges for estimated bills. service; or (2) pay amounts due If you don’t know whether you’re under a payment agreement; or a demand or non-demand billed (3) pay a lawfully required security customer, please call us toll-free at 1-877-434-4100. deposit; oras(4) provide access to the premises reasonably required. Failure to cooperate in resolving a lengthy meter access problem can Final Termination Notice: result in penalties of up to $100 for Before we can disconnect your each incident of inaccessibility and, service, we must send you a 3

 

Final Termination Notice that states: (1) the reason(s) for termination; (2)) the total (2 total amount amount require requiredd to be paid, if any; (3) the steps you can take to avoid termination. We will not send a Final Termination Notice for non-payment until at least 20 calendar days have elapsed from the date payment was due, unless you have agreed

Final Termination Notice, in addition to the amount shown on the Notice. If you wait until after the due date on the Notice, and we must visit the premises to terminate service or collect payment, a down payment of up to 50 percent of the arrears, or the cost of four times your average monthly usage, whichever is greater, may be required.

in other terms. Thewriting Final to Termination Notice shows an issuance date and a due date. Its due date is at least 10 calendar days from its issuance date. If you pay the bill, or arrange for payment before the due date, we cannot terminate your service. If you think we’ve made a mistake on your account, call us. We’ll check it and postpone termination while we look into the matter, provided you pay any undisputed charges. If you’re eligible, we’ll offer you the opportunity to negotiate a payment agreement at least five days before we otherwise would have terminated your service. If you sign and return this agreement and pay any down payment required, we cannot terminate your service. Your service will be terminated if: (1 (1)) you fail to pay the amount due as shown on the Final Termination Notice; or (2)) you do not work out a payment (2 agreement; or (3 (3)) you repeatedly fail to provide access to the meter(s).

We on willany charge you a latebalance payment fee outstanding under a payment agreement. We must have a signed agreement in our possession for it to be in effect.

■ Payment Agreement

If you’re experiencing temporary problems that prevent you from paying your bills in a timely fashion, and you meet certain eligibility requirements, we’ll work with you to establish a payment agreement. We may require you to make a down payment, but it may not be more than 30 percent of the arrears on which a Final Termination Notice is based or the cost of two times your average monthly use, whichever is greater. The payment agreement can include any amounts billed after we issue the

■ T  Time ime of Term Terminati ination on

We’re allowed to terminate utility service between 8 a.m. and 6 p.m., Monday through Friday. We cannot terminate service on a Saturday, Sunday or any holiday, the day before a holiday, any day our business office is closed or on a day the PSC is closed. In an emergency, we can terminate service any time there’s a serious safety problem, and we’ll restore service as soon as the problem is corrected. When we visit a service location to terminate electric service, a $27 collection fee will automatically be assessed at the time of our visit whether or not we lock electric service, collect full or partial payment, make a payment agreement or collect a down payment on a payment agreement. Reconnection of Service: If your O&R service has been terminated, we’ll reconnect it within 24 hours when: (1) you have either paid the amount due or signed a payment agreement and made a down payment; or (2) you’ve allowed access to the meter(s) and reasonable arrangements have been made for future access; or (3) you’ve provided proof, or a field visit confirms, that a tariff violation has been corrected; or (4) the PSC directs us to reconnect service. We have the right to charge a reconnection fee of $27, plus applicable 4

 

tax, to reconnect service during the normal work hours of 8 a.m. to 4 p.m., Monday to Friday, excluding holidays holi days,, or or $41, $41, plus applicable applicable tax, outside those hours and days. If service was disconnected at the street, a reconnection fee of $169, plus applicable tax, shall apply to reconnect service during normal work hours, as defined above, or

tomer, the price you pay for energy includes a charge for the demand component as well as one for the overall consumption component.  A chang changee in the the dema demand nd comp compoonent typically results in a service classification change. The most common service classification changes involve the following groups of customers:

Increase in Demand $253, hours those plus applicable and days.tax, outside  Service  Ser vice C Class lassific ificatio ation n– No. 2

■ Serv  Service ice Cl Classi assific ficatio ations ns

(Secondary or Primary The rates you pay for the electricity Metered Customers) to  Service  Ser vice C Class lassific ificatio ation n No. 3 you receive are based on your (Primary Metered Customers): service classification. When you

If you’re a customer in Service Classification No. 2, you normally would experience an actual recorded record ed monthly demand of under 100 kW. If, however, your actual recorded demand meets or exceeds 100 kW for two consecutive months the provide previous 12-month period, andinyou the equipment required to take service at a primary voltage level, you have the option to transfer to Service Classification No. 3 (Primary Metered Service). To some customers, this is economically advantageous. However, When Your Electric Service should your actual recorded Classification Could Change: fail to meet 100 kW for two The primary reason for a change in demand months in the previous electric service classification is an consecutive 12-month period, we will return increase or decrease in is, recorded energy demand — that a change your service to Classification No. 2. Decrease in Demand – in the amount of electricity you  Service vice C Class lassific ificatio ation n No. 9 or  need all at once at any given time.  Ser  Service vice C Class lassific ificatio ation n No. 22 This increase can happen when a  Ser (large commercial and small business expands to larger industrial customers) to quarters; or a decrease can occur  Ser  Service vice C Class lassific ificatio ation n No. 3 when a larger industrial concern (Primary Metered Customers): closes down a plant but retains If you’re a customer in Service an office. Classification No. 9 or Service Energy Demand: The amount Classification No. 22, you would of energy needed all at once at normally experience an actual any given time is measured in kilowatts (kW), whereas overall recorded record than 1,000 ed monthly kW anddemand find it beneficial of more energy consumption is measured to take advantage of special rates in kilowatt hours (kWh), just as that apply to certain periods of it is for residences. the day. However, if you fail to 5 If you’re a demand metered cusmaintain a demand of at least first apply for service, we use the technical information you supply to determine the classification for which you qualify. Over time, however, those needs could change. If and when they do, it is your responsibility to contact us so we can place you in the right service classification. As part of our ongoing effort to ensure that all customers are placed on the most economically advantageous service classification, and to accommodate changes in your electric service need, please call 845-577-3324.

 

1,000 kW in any two of the previous 12 months, you have the option to transfer to another service classification (typically, (typically, to Service Classification No. 3). We permit such a transfer only at the anniversary of the date that you began service as a customer in Service Classification No. 9 or 22.  Tarif  T arifff Ava Availab ilabilit ility: y: Copies of the complete tariffs for all service

for residential purposes, you could be affected. The PSC determined that commercial customers who use the majority of their utility service for residential purposes should receive the same protection as purely residential customers. Examples include a dentist with a home office, a store owner with living quarters in a portion

classifications are available at. You O&R’s Web site at oru.com/tariffs can obtain a print copy by calling us toll-free at 1-877-434-4100. Customer Service Representatives Representatives are available to assist you weekdays from 8 a.m. to 7 p.m., except holidays.

of the building, a residential who’s billed for or service for bothlandlord units of a two-family dwelling in which both units are served by a single meter. If you believe you’re eligible for HEFPA coverage, please contact us to ensure you receive the rights to which you’re entitled.

Home Energy Fair Practices  Act (HEFP (HEFPA): A): As a commercial commercial

Eligibility for Residential Rates:

customer, you may be entitled to protection under New York State Home Energy Fair Practices Act (HEFPA) if one of the following

Religious institutions, community residences, veterans’ organizations, and supportive or supervised living facilities qualify for residential service

situations appliesa to you: out of (1) You operate business your home and are billed at a commercial rate; or (2) You use your commercial premises for residential purposes; or (3) You own a two-family residence and live in one unit while renting the other. If you’ve opened a business within the last year, or if you’ve been a commercial customer of O&R and have recently changed how or where you conduct your business, it’s important that you understand HEFPA HEFP A’s eligibility eligibili ty requirements.

rates. However, advantage it may not to bebe to so the institution’s classified. For more information, call us toll-free at 1-877-434-4100. Eligibility for Reduced State  Saless T  Sale Tax: ax: New York State exempts

residential energy use from sales tax. Residential customers automatically qualify for such an exemption and are billed accordingly. Certain commercial customers who use a portion of their service for residential purposes also may be eligible for a reduced tax based on the percentage of residential use. In order to qualify, you must HEFPA is a state law which requires complete Exemption Certificate a utility to follow specific procedures (Form TP-385). These forms can be in serving customers who use their obtained by calling the New York State service for residential purposes. Department of Taxation and Finance HEFPA HEFP A coverage is extended to those at 1-800-462-8100 or, if outside present or future electric, gas or gas New York, by calling 518-457-5431. transportation customers whose  After  Aft er we recei receive ve your your comp complet leted ed primary use of utility service is for form, your account will be noted residential purposes. If you operate accordingly and your future bills will a business out of your home, or use be calculated based on information part of your commercial premises you provided on the form.

1010-0083-R

oru.com 1-877-434-4100

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